FAQ: More than a link in the footer

BBC FAQ

While doing some looking around after I made the discovery in my last post about the lack of Author pages on Amazon I came across the BBC's FAQ page. Couple things struck me about the page.

1. Their FAQ is pretty good.

We should all think a bit more about FAQ's and how we can make them useful and work on behalf of the site goals and the health of the Brand.

I like that they give a quick list of the answers available below. I like that the answers appear to have some good thought behind them. FAQ's often leave you with more questions then they answer or use it as a place to dump content that has no other place to live. They seem to really want to address reader's questions not just lower the calls to customer service.

2. Loving their very open approach to adding a new feature to the site.

They have taken the opportunity to explain to the readers that they are trying something new and they ask for feedback.

We can't ignore that the websites we design are places that people care about, take time out of their day to visit and often become an intimate part of their life. Being transparent and open about the innovations of the site shows a great amount of respect for the people who care enough to come back day after day. And if you decide the new stuff isn't going to work it might not be as hard for the users to take since they have been with you all along.

3. The Topics pages are a great idea. Hope it works out.

So much news is being produced everyday. It comes and goes. Great content is pushed down the page till it disappears. News organization should take the time to catalog and curate the best most desired content.